Customer Success Account Manager

Role Overview

• Serve as the primary delivery point of contact for a portfolio of requester customers, building strong and lasting relationships with key stakeholders.
• Understand customer needs, objectives, and challenges related to environmental disclosure, particularly concerning Scope 3 emissions and nature-related impacts.
• Proactively engage with customers to ensure they are effectively utilizing the Portal, building request lists, and leveraging relevant data products.
• Provide ongoing support and guidance to customers on best practices for engaging their supply chains and other relevant stakeholders for disclosure.
• Act as a conduit of the voice of the customer internally, escalating issues and collaborating with other teams to find timely and effective solutions.
• Closely liaise with Relationship Managers on the Sales team and provide timely information to enable renewal and other relationship management conversations, putting forward any opportunities to upsell or cross-sell.
• Support the onboarding of new requester customers, ensuring a smooth and efficient transition.
• Ensure the timely and accurate delivery of disclosure request services associated with the purchased membership or product to assigned customers, adhering to relevant Service Level Agreements (SLAs) and to the terms of the product purchased by the customer – not over
• or under-servicing.
• Support customers in navigating the technical aspects of the disclosure process and the Portal.
• Assist customers in understanding and utilizing data products to analyse responses and gain valuable insights.
• Monitor customer engagement and identify opportunities to enhance their experience and the value they receive.
• Manage and track customer interactions and progress, providing regular updates to the Regional Head of Requesters.
• Collaborate with the Regional Head of Requesters and other team members to ensure consistent and high-quality service delivery across the region.
• Provide feedback and insights from customer interactions to inform the development of product enhancements and process improvements.
• Develop and maintain a strong understanding of environmental disclosure frameworks, with a focus on Scope 3 emissions and nature-related impacts.
• Build knowledge of relevant sectoral and thematic areas to effectively support customer inquiries.
• Stay informed about updates and changes to the Portal, data products, and disclosure request processes.
• Share knowledge and best practices with other Account Managers and contribute to the overall team expertise.

Requirements

• Experience in customer success, account management, or a related field, ideally within a B2B environment.
• A strong interest in and understanding of sustainability issues, including climate change, deforestation, and water security, with a strong understanding of Scope 3 emissions and value chain risks being a plus.
• Excellent communication and interpersonal skills, with the ability to build rapport and trust with requesting customers.
• Strong problem-solving and analytical skills, with the ability to understand customer needs and translate them into actionable support.
• Demonstrated ability to manage multiple accounts and tasks effectively, with strong organizational and time management skills.
• Proficiency in using CRM systems and other relevant software applications.
• A proactive and customer-centric approach with a focus on delivering value and ensuring customer satisfaction.
• Ability to work independently and collaboratively within a team environment.
• Alignment with CDP’s mission and values.
• Business proficiency in English
• you will be working with North American accounts.